Everyone has the right to expect a positive experience and a good treatment outcome. In the event of concern or complaint, patients have a right to be listened to and to be treated with respect. Service providers should manage complaints properly so customers’ concerns are dealt with appropriately. Good complaint handling matters because it is an important way of ensuring customers receive the service they are entitled to expect. Complaints are a valuable source of feedback; they provide an audit trail and can be an early warning of failures in service delivery. When handled well, complaints provide an opportunity to improve service and reputation.
If you feel you would like to raise concerns in the first instance please either ask to speak to Lisa McKinnon our Complaints Office or write to Lisa McKinnon at the clinic.
We will respond within a reasonable timeframe and also advise you of the process in detail inc a copy of the Code of Practice for patient complaints.